Service Delivery Manager

Overview

Overview:

The Service Delivery Manager (SDM) willownrelationships with one or manyHealthEdgecustomers who have successfully completed theirinitialHealthRulesdeployment in production. The SDMis responsible forthe success of theHealthEdgecustom solutions deployed by the customers.

The SDM ensures the provided business and technical services occursin accordance withthe Statement of Work and Service Level Agreement with the customers. SDMs are accountable for overall performance as measured through Customer Satisfaction. The SDMs manage multiple customers communicating status, resolving issues, andidentifyingimprovements. They are experienced in technical project management, ITIL processes, client demand forecasting, resource management and the ongoing management of customer relationships.

The SDMs establish policies designed to ensure consistently high service performance,monitoremployeesand evaluate customer feedback to develop quality improvement processes.

About Global Professional Services:

Our Global Professional Services team supports customer-funded service delivery initiatives separate from standard SaaS license support activities. Examples include customer implementations, business expansion, and optimization initiatives.

What you will do :

• Accountable for managing successful technical and business professional services delivery for multiple concurrent postproduction customers.

• Serves as the primary point of contact to the customersregardingoverall and day-to-day service delivery.

• Manage transition from project delivery to the Agile Services team.

• Ensures that implementations and ongoing services are delivered on time and meet customer requirements bymaintainingtight control over the project schedule, risks, scope of work, budgetedhoursand quality. Also, ensures SLAs and KPI as defined in the relevant contracts are met or exceeded.

• Manage and proactively resolve escalated customer issues including critical or severity 1 issues.

• Ensures that operational teams and subcontractorsmaintaina clear understanding of the customer's needs andpriorities, andprovidesday-to-day customer advice and support.

• Conduct periodic meetings with customer and delivery teams - daily status updates, service level requirements reviews, continuous improvement, change control and other informal meetings.

• Identifies,managesand mitigates service risks - develops and implements a corresponding plan of action if risks materialize.

• Anticipates,identifiesand assesses complex issues - develops and implements a corresponding plan of action to bring an issue to resolution.

• Ensures request, problem and change records are being updated regularly inSalesForceand with a level of detail expected by customers.

• Builds andmaintainsstrong and long-term customer relationships through clear and concise written and verbal communications, increasing trust and involvement, reducing ambiguity and conflict.

• Motivate,inspireand mentor project team members to excel in service delivery. Responsible for managing all delivery resources assigned to their accounts on a day-to-day basis.

• Publish regular project metrics, root cause analysis and trending to key stakeholders both internally and externally.

• Partner with and develop positive relationships with representatives from otherHealthEdgedepartments including Product Management, Engineering, and Customer Support; build trusting relationships with partners and vendors.

• Navigate through ambiguity to solve problems using effective communication and team coordination with Service Management and Continuous Improvement mindset.

• Performing all job functions consistent withHealthEdgeand customer(s) standards, policies,processesand procedures, including those which govern handling PHI and PII.

What you bring :

• Bachelor of Science in Computer Science, Information Systems, ElectricalEngineeringor a closely related field (foreign equivalent is acceptable) with 6 years of progressive employment experience managing end to end delivery of professional services and solutions to customers.

• Employment experience managing end to end delivery of professional services and solutions to customers must include:

• A minimum of 6 years ofdemonstratedexperience delivering professional services and solutions in technical project management, AGILE project delivery, or technical teammanagement

• A minimum of 4 years ofdemonstratedexperience in Maintenance and/or Managed Services as well as customer relationship management role(s);

• A minimum of 4 years ofdemonstratedexperience in IT/Software projectmanagement

• A minimum of 4 years ofdemonstratedexperience in customer service and interfacing with senior manager/directorlevel

• Demonstrated knowledge gained through at least 4 years of experience with AGILE Development Methodology

• Demonstrated knowledge gained through at least 4 years of experience with best practice frameworks such as Six Sigma, ITIL, CMM, Baldridge, or Lean

HealthEdge commits to building an environment and culture that supports the diverse representation of our teams. We aspire to have an inclusive workplace. We aspire to be a place where all employees have the opportunity to belong, make an impact and deliver excellent software and services to our customers.

Geographic Responsibility: WhileHealthEdgeis located inBurlington, MAyou may live anywhere in the U.S.

Type of Employment: Full-time, permanent

FLSA Classification (USA Only): Exempt

Budget/Revenue Responsibility:

Work Environment: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job:

• The employeeis occasionally required tomove around the office. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

• Work across multiple time zones in a hybridor remotework environment.

• Long periodsof time sitting and/or standing in front of a computer using video technology.

• May require travel dependent on company needs.

The above statements are intended to describe the general nature and level of the job being performed by the individual(s) assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required . HealthEdge reserves the right to modify, add, or remove duties and to assign other duties as necessary. In addition, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position in compliance with the Americans with Disabilities Act of 1990 . Candidates may be required to go through a pre-employment criminal background check.

HealthEdge is an equal opportunity employer. We are committed to workforce diversity and actively encourage all qualified persons to seek employment with us, including, but not limited to, racial and ethnic minorities, women, veterans and persons with disabilities.

Job Locations US-Remote

ID 2024-4589

Category Professional Services

Position Type Full-Time

HealthEdge provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.